British Council

British Council External Vacancy Announcement

Job PositionCustomer Service and Sales Manager

Required Qualification and Experience
Education:University Degree or degree-level (level 5 or above) qualification, and/or equivalent professional experience
At least three years’ experience in planning and implementing sales strategies, customer relationship management and managing and directing a sales team.

Customer Service Professional Qualification
Marketing Qualification
Knowledge of SAP, CRM
Contact Centre Management experience
Experience of using new technologies for service delivery
Pay Band – BRC-6-G
Salary: ETB 71,454.00 per month plus benefits
Contract Type – Two (2) Years Fixed Term Contract
Department: Exams
Location: Addis, Ethiopia
Language requirements: English level C1
Role holder must have existing rights to live and work in the country the role is based.
The Exams business units operate six days a week with Saturdays and weekday evenings usually times of peak demand. Working schedules are subject to variations to account for activity patterns and will involve unsocial working hours
Closing Date – 14 May 2024 applications will close 23:59 West Africa Time
Please ensure you include a supporting statement that highlights your skills, knowledge, and experience. This information will be used in the shortlisting assessment

Role Purpose
To lead the customer management and sales function in the delivery of Exams sales targets and KPIs. Furthermore, to motivate and foster a good team spirit that enables a high quality, efficient and positive experience for customers, clients, and stakeholders as per agreed Service Level Agreement.

Main accountabilities but not limited to the following: 

Lead the Sales function
Build, lead and motivate the Sales and Customer Management team to achieve and exceed new sales and conversion KPIs.
Work closely with Exams and Marketing teams to develop and execute sales strategies, plans and processes in line with the country and regional plans and targets.

Customer Service Management
Run the day-to-day operation of British Council Customer Services in accordance with corporate standards and policies.
Map the Customer Journey, measuring the customer experience regularly to make improvements.

Work closely with Marketing on lead generation strategies
Work with local, cluster and regional marketing and communications teams to plan and execute proactive communications that support business continuity plans

Facilitate a monthly session that analyses NPS trends and reasons impacting performance
Monitor test day experiences on a quarterly basis and use observations for continuous service improvement

Line Management
Recruit and line manage members of the Customer Service Team as per British Council guidelines and standards.
Ensure performance objectives, performance reviews and year-end evaluations are completed on time, line manages are supported and feedback provided to them on a regular basis.

Role specific knowledge and experience:
Ability to lead a customer service and sales team.
Dedication to providing great customer service
Excellent written and verbal communication skills
Data analysis and reporting

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